Procedure to Approve the Standard Change Request Proposals

Procedure to Approve the Standard Change Request Proposals

 REVISION HISTORY

Revision Date Contributors Description Reviewed By

V1.0 2nd August, 2019 Subhankari Pradhan Initial draft Sunil Dhar,
James Sheehan

Process Brief and Summary

Purpose:
The purpose of this document is to familiarize the ITSM team with the standard change proposal
approval process.

Scope:
The document will enumerate the stepwise procedures to be followed to approve the standard
change proposals and for template creation.

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Procedure to Approve the Standard Change Request Proposals

 TABLE OF CONTENTS…………………………………………….3

PROCEDURE FOR REVIEW AND APPROVAL BY ITSM……………………………………………………………..4-7

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Procedure to Approve the Standard Change Request Proposals

 PROCEDURE FOR REVIEW AND APPROVAL BY ITSM

Once the proposal request is submitted, ITSM team takes the complete responsibility of the process of
approvals and template creation.

1. The Cloud ITSM team will receive an email requesting approval for the standard change
template. You can access the template through the link in the email or by going to ‘Open
Proposals’ and then find the template which requires review and approval.

2. This opens all the new proposals in the queue, open the new proposal, assign it to yourself and
change the state to “In Progress”

3. 3. Cloud ITSM reviews the request and checks for P1 or P2 incidents that occurred because of the Formatted: Font: (Default) +Body (Calibri), 11 pt
change within the last year. If there are P1 or P2 incidents found within the past year, the Cloud ITSM Formatted: Font: (Default) +Body (Calibri), 11 pt
team will meet with the requestor to determine how the potential risk has been or will be mitigated
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since the last P1 or P2 incident..
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Procedure to Approve the Standard Change Request Proposals

4. Once a remediation plan has been in place for at least additional 5 instances of the change, then the
request can be reconsidered. Until then the request is put on hold if the next 5 instances are likely to
occur within the next 30 days, otherwise the request will be rejected and closed.

a. After the 5 new instances occur, the requestor will update the Cloud ITSM team, who will
restart the review and approval process.
b. If the potential risk cannot be mitigated, then the request will be rejected and closed.

5. If there are no P1 or P2 incidents, the Cloud ITSM will review:

a. Defined trigger point to ensure that it will be the same.

For example, Microsoft monthly patching is triggered by the release of patches by Microsoft.
b. Ensure there is a defined and standardized pre-testing, deployment process, and validation
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testing.
c. If any of these are one is not standard, the request is rejected and closed. Formatted: Font: 9 pt
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6. Once the Cloud ITSM team has determined that the request, pretests, deployment plan and validation
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testing are acceptable, the next step is to send out the proposal for CAB approval. Use the standard
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email template to be used for sending the email.
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Here is the template, make the modifications as needed based on the Support Group(s): Formatted: Font: 9 pt

To: Wittman, Nikki <Nikki.Wittman@Kronos.com>; Scalia, David <david.scalia@Kronos.com>; Henault, Scott Formatted: Font: 9 pt
<Scott.Henault@Kronos.com>; Meggison, Timothy <tim.meggison@kronos.com>; Scholz, Michael Formatted: Font: 9 pt
<Michael.Scholz@Kronos.com>;Kabdwal,Hemant<Hemant.Kabdwal@Kronos.com>
Cc: Cloud ITSM Team <CloudITSMTeam@KRONOS.COM>; Taneja, Ankit <Ankit.Taneja@Kronos.com>; Formatted: Font: 9 pt
Modgill,Ravinder<Ravinder.Modgill@Kronos.com> Formatted: Font: 9 pt
Subject: Approval Request: STDCHG0001110 (Standard Change Proposal)
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Hi All,
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Please review and offer your approval over email for the Network team’s Standard change template proposal:
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Number: STDCHG0001110 Formatted: Font: 9 pt
Short Description: Add/Update Data Group entry in Load Balancer
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Change Requests to prove success in the past:
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CHG0046532, CHG0040135, CHG0038377, CHG0035372, CHG0035136
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Thanks in advance! Formatted: Font: 9 pt
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Procedure to Approve the Standard Change Request Proposals

7. For a proposal to be approved as a standard change, we need two of the CAB directors to approve
over the email. The email should be sent out to the CAB directors as per the Pproduct/Support as
listed in the Change Approval Matrix

7. Group, however listed below are the preferred approvers for each of the categories: -

Support Group CAB Approvers

Infrastructure David Scalia, Hemant Kabdwal, Scott Henault

Database David Scalia, Hemant Kabdwal, Scott Henault

Network Nikki Whittman, Timmothy Meggison, Ravinder Modgill

Storage Scott Henault, Timmothy Meggison, Sudeep Singh

WFR Shail Mehta, Ben Mast, Jarod Sass

Dimensions - Cloud Delivery Sameeru Bhat, Ronnie Cox

Dimensions - Product Support Eric Dyer, Philip DeLaune

Dimensions - HCM Mat Piselli, Ronnie Cox, Ashish Shrivastava

**** As an additional step, always make sure to check the latest CAB approver information updated on
the ITSM SharePoint.

8. CAB approvers review the request and provide approval or rejection.

a. If a CAB approver rejects the request, they must provide specific reasons for the rejection.
b. The Cloud ITSM team will facilitate a meeting to attempt to resolve any reasons for rejection.

9. Once CAB approves the standard template, approve the proposal using the approve link in the email
or open the proposal and find your name under the approvers tab, click on ‘Requested’ and then
click on the ‘Approve’ button. If rejected by the CAB, then click on the ‘Reject’ button.

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Procedure to Approve the Standard Change Request Proposals

10. Once approved, the standard template automatically appears under the appropriate standard
change category.
11. Send a notification to the requestor and their manager, that the standard change template is now
available for use.
12. And close the open proposal in ServiceNow that is assigned to you.

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Procedure to Approve the Standard Change Request Proposals

 *********************************************

TO CHECK FOR P1/P2 INCIDENTS CAUSED BY A CHANGE: Formatted: Centered

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1. Export a list of similar changes (using keywords and assignment group) implemented during
the last 1 year in an excel spreadsheet.

For example: To review template “DBA : KPC Index CREATE\ALTER” filter out all changes
with the following criteria:

2. Pull out the list of Incidents Caused by a Change in last 1 year.

3. Ensure that the changes pulled out in Step #1 are not included in the output of Step #2.

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Procedure to Approve the Standard Change Request Proposals